Advisor Experience Specialist

You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

You will be part of a team of Advisor Experience Specialists within the SLGI Client Services team. You will be responsible for building and executing on the team's high performance service delivery. As a member of this elite team of representatives, you will be expected to deliver exceptional leadership and a high degree of personal accountability. You are a proven leader with experience on a dynamic and performance driven team. You are very detail-oriented with a focus on continually striving for excellence in customer service and putting the customer first. You have excellent verbal and written skills. You have an ability to influence and build strong relationships with internal and external business partners. The Advisor Experience Specialist (AES) within the IWO Client Services Team will work within the Sun Life Canadian Operations division to support SLGI Asset Management investment products (including mutual funds, segregated funds, GICs and Payout Annuities) through exceptional service excellence and high performance. Role reports to the Manager Advisor Experience.

What will you do?

• Support a high-performance team by building strong relationships with top tier advisors through proactive service (inbound and outbound email and telephone correspondence)

• Provide top notch client services support to top tier financial advisors with their SLGI business

• Positively influence the performance of the Team by delivering on Key Performance Indicators (KPI), advisor satisfaction and quality

• Provide regular feedback to support development of a high performance team

• Foster a work environment that values people and encourages participation, excellence, creativity, continuous learning, accountability, and continuous improvement. Be engaged, successful and support the team to become a recognized brand of service excellence

• Provide support to internal and external business partners with operational inquiries, escalated problems, and issues

• Provide timely resolution to problems or escalated requests, often requiring investigation and timely follow up, ensuring resolution, and providing exceptional client service

• Work closely with the Operations Support Administrators and assist with the day to day operational duties as required

​What do you need to succeed?

• Excellent communication skills - both verbal and written - in communicating with internal Operation teams, external stakeholders and vendor partners

• Ability to provide excellent customer service, going above and beyond to exceed customer expectations and deliver exceptional support and assistance

• Excellent planning, organizational and time management skills

• Decision-making skills

• Ability to analyze complex data, interpret and present findings and solutions to leaders and other business partners

• Excellent knowledge of SLGI products including industry structure and best practices

• You are a results-oriented, proven contributor with a track record of delivering what you promise

• Process oriented in looking for opportunities for continuous improvements to gain process efficiencies

• You are passionate about delivering on all assigned work that directly improves the Client Experience

• Bilingualism (French, English, both oral and written) is required for the frequent interactions with English and French-speaking colleagues or internal partners across Canada and worldwide

• Completion of the Canadian Investment Fund Operations Course, Canadian Securities Course or other industry courses completed within previous 3 years or willingness to complete course within 12 months of hiring date is considered an asset

• Advanced proficiency with MS Excel and other MS Office suite products

• **Rotational shift work may be required

What's in it for you?

• The opportunity to move along a variety of career paths with amazing networking potential

• Flexible Benefits from the day you join to meet the needs of you and your family

• We're committed to creating an inclusive and respectful environment. Our goal is to make sure all our employees have the chance to live up to their full potential

• We're honoured to be recognized as a 2023 Best Workplaces in Ontario by Great Place to Work® Canada

• We are thrilled to be recognized by Excellence Canada with their top-level certification, the Canada Order of Excellence for Mental Health at Work®, for prioritizing employee well-being, fostering a positive work culture, and achieving excellence in mental health

*LI-MS

The Base Pay range is for the primary location for which the job is posted. It may vary depending on the work location of the successful candidate or other factors. In addition to Base Pay, eligible Sun Life employees participate in various incentive plans, payment under which is discretionary and subject to individual and company performance. Certain sales focused roles have sales incentive plans based on individual or group sales results.

Diversity and inclusion have always been at the core of our values at Sun Life. A diverse workforce with wide perspectives and creative ideas benefits our clients, the communities where we operate and all of us as colleagues. We welcome applications from qualified individuals from all backgrounds.

Persons with disabilities who need accommodation in the application process or those needing job postings in an alternative format may e-mail a request to thebrightside@sunlife.com.

At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work. Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

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